Computer Technician

General Summary:
Business Computing Providers, Inc. (www.BCPros.com) is having a great year and needs to add a team member to meet demand.

This position is primarily responsible for service and support for external customers. This relates to all IT technology and include: workstations, servers, printers, networks, and vendor specific hardware and software.

Essential Duties and Responsibilities:

  • IT support relating to installing, maintaining, troubleshooting Microsoft Operating Systems on Servers (SBS, Essentials, Exchange, Terminal Services), Desktops, Notebooks, Netbooks, Azure
  • IT support relating to applications; i,e, MS Office, Client CRM, QuickBooks, Mail client apps, Browsers, Office365
  • IT support relating to various devices; Printers, Scanners, Routers, Smart phones, Voip phones, UPS’s, VOIP QOS
  • Implement and support disaster recovery solutions, security solutions, collaborative solutions, remote access/sync solutions using Acronis, OneDrive, SPI Firewalls, VPN, Mozy, Carbonite, DropBox, CRM
  • Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security, DNS, Domain hosting, Web Hosting
  • Remote access solution implementation and support: VPN, Terminal Services, LabTech, Team Viewer, LogMeIn, RDP
  • System documentation to include system reviews and recommendations
  • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages

Additional Duties and Responsibilities:

  • Improve customer service, perception, and satisfaction
  • Ability to work in a team and communicate effectively
  • Escalation of service issues that cannot be completed within agreed service levels
  • Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals
  • Develop in-depth knowledge of the service catalog and how it relates to customer’s needs
  • Document internal processes and procedures related to duties and responsibilities
  • Responsible for Real-time entering of time, materials and expenses in ConnectWise as it occurs
  • Manage and work through schedules in ConnectWise that have been established through the dispatch process
  • Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University
  • Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry

Knowledge, Skills, and/or Abilities Required:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. 7+ yrs of applicable experience in positions of increasing responsibility preferred.

  • Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, SonicWall CSSA
  • Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
  • Diagnosis skills of complex and/or escalated technical issues
  • Ability to multi-task and adapt to changes quickly
  • Technical awareness: ability to match resources to technical issues appropriately
  • Service awareness of all organizational key IT services for which support is being provided
  • Understanding of support tools, techniques, and how technology is used to provide IT services
  • Typing skills to ensure quick and accurate entry of service request details
  • Self-motivated with the ability to work in a fast moving environment
  • Reliable transportation for daily use to and from client sites as needed

Additional Beneficial Experience:

TrendMicro, Acronis, Windows Server Technologies, Connectwise, LabTech, SonicWall, AppleOS

Benefits include:
Medical, Dental, Disability, Life, Vacation, Sick, Holidays